T&D World Magazine

Convergys Forms Strategic Relationship with Microsoft

Convergys Corp. is entering into a global strategic relationship with Microsoft Corp. The companies will be delivering the Convergys Smart Communications Suite powered by Microsoft. Currently under development, the solution will provide a comprehensive next-generation business support system (BSS) that improves the customer experience. By combining Microsoft Dynamics CRM and Microsoft SQL Server 2008 R2 with the modular business support system capabilities of Convergys, the solution supports a shared vision of enabling service providers to rapidly deliver a wide range of new and differentiated services.

The Convergys Smart Communications Suite is inherently flexible to meet the demands of companies and the growing demands of their customers. Scalable and interoperable with existing systems and third-party applications, as well as with varying deployment models, the solution will offer a compelling alternative to rival billing and CRM platforms. Its open and well-defined architecture means it can help companies achieve faster-time-to-market for new services with reduced implementation time and automated workflows for most common business processes. Additionally, the low-cost licensing options and maintenance costs associated with the solution can rapidly reduce cost-to-market for new services.

The integration of the highly scalable Microsoft Dynamics CRM into the Convergys Smart BSS Solutions portfolio will bring the customer care tools based on Microsoft Office, Outlook, and SharePoint across all service providers’ customer care channels. Call center agents will benefit from a customer-centric, simplified user interface, helping ensure that they can move customers quickly and intuitively between sales channels and promotions, to deliver the best possible customer service and reduce call-handling times. A single catalog that enables easy bundling of new products will help agents with more targeted cross/up-selling opportunities that have a positive impact on the service provider’s revenue, profitability, and churn.

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